Donor Operations Team Lead

Salary Range: 59.63 to 67.23 (Currency: USD) (Pay period: per-hour-wage)

Leadership & Operations

• Maintain proficiency in all Donation Coordinator responsibilities, including referral intake, donor screening, case coordination, and family approach/consent.
• Serve as the first point of escalation for Donation Coordinators, providing real-time guidance and support.
• Manage the Organ Board and conduct Pre-Approach Reviews (PARs) to verify case accuracy and maximize donation opportunities.
• Effectively delegate daily tasks among team members to ensure workload balance and operational efficiency.
• Step in to perform Donation Coordinator duties when operational needs require, ensuring continuity of service.
• Identify process errors and ensure timely resolution, including authorization paperwork accuracy and case documentation corrections.
• Keep management informed of discrepancies, variances, or operational challenges.

Team Leadership & Culture

• Demonstrate and model DNWest’s Ideal Team Player values: humble, hungry, and smart.
• Provide direct mentoring and constructive feedback to Donation Coordinators I, II, and III.
• Foster a supportive learning environment that encourages professional growth and understanding of technical concepts.
• Manage staffing levels in real time, stepping in for supervisors when necessary to ensure operational continuity.
• Promote a positive and collaborative work environment that embraces change, encourages innovation, and supports resilience during transitions.

Quality & Compliance

• Monitor real-time case activity to ensure compliance with FDA, AATB, DNWest, and processing partner guidelines.
• Provide immediate feedback on quality and performance, facilitating quick process adjustments.
• Conduct regular audits of team performance, case documentation, and case outcomes to maintain high standards.
• Partner with Quality and Training departments to identify gaps, recommend improvements, and ensure staff accountability.
• Maintain compliance with all DNWest and regulatory requirements by completing required trainings on time.

Training & Development

• Conduct formal and informal training for Donation Coordinators I, II, and III.
• Assess training needs and collaborate with the Training Department to align development plans with organizational objectives.
• Communicate training needs clearly, linking them to organizational goals and quality outcomes.
• Attend and complete the DNWest Leadership Development Program within required timeframes, demonstrating commitment to leadership growth.

DONOR NETWORK STAFF EXPECTATIONS

• Supports the vision, mission, and values of DNWest in every aspect of performance.
• Achieves strategic initiatives by providing constructive feedback and offering solutions to workplace challenges or obstacles.
• Foresees challenges, is proactive, and uses sound judgement and best practices when solving problems and making decisions.
• Conducts work professionally and collaboratively and provides excellent customer service.
• Positively adapts to change, supports new initiatives, and is creative/innovative.
• Demonstrates emotional intelligence by having respectful interactions that bring about productive communication.
• Partners with internal and external contacts in a constructive manner to achieve goals.
• Collaborates with leadership and peers to set professional and personal development goals; and actively works to achieve them.
• Works in a safe, secure, legal, and professional manner in the workplace.
• Adheres to DNWest’s policies and code of conduct.

QUALIFICATIONS

• Must attend DNWest Leadership Program as assigned.
• Demonstrated excellence in all essential functions of a Donation Coordinator I, II, and III roles.
• Strong communication skills, including the ability to conduct donation discussions and obtain consent with grieving families.
• Possess advanced knowledge of disease processes and related conditions.
• Must be able to effectively maneuver through multiple computer programs operating at the same time while sitting for long hours, must be able to stay focused and attentive. These programs include, but are not limited to, computers, office equipment, telephonic management systems, electronic medical records, and Microsoft Office systems.
• Strong organizational and time management skills with the ability to prioritize tasks independently and collaboratively.
• Excellent communication skills to interact professionally with grieving families, hospital staff, funeral homes, medical examiners/coroners, and processing partners.
• Ability to think critically, solve problems, and adapt in a fast-paced, high-stakes environment.
• Must have strong team building, prioritization, and strategic skills, with the ability to collaborate effectively and foster a positive work environment with DNWest staff.
• Compassionate and professional demeanor when speaking with grieving families and referral sources.
• Attention to detail with a strong ability to analyze and document medical information accurately.

EDUCATION AND EXPERIENCE

• Required: High School diploma or equivalent. Minimum 2 years in a Donation Coordinator role or equivalent work experience.
• Preferred: Bachelor’s degree in biological sciences or an equivalent degree/diploma/certification in an allied health field.
• Bonus: Certified Transplant Preservationist (CTP), Certified Procurement Transplant Coordinator (CPTC), or Certified Tissue Banking Specialist (CTBS) certification.